Remote Client Solutions Consultant (CX Expert)

Manatal; Parañaque; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Healthcare coverage from day one

Dependent coverage

Performance bonuses

Flexible work arrangements

Career growth opportunities

Inclusive team culture

Job summary

MicroSourcing, a leading offshore services provider in the Philippines, is seeking a Client Solutions Consultant – Customer Experience to join our remote team. You will serve as the CX subject matter expert, supporting client discussions, solution design, implementations, and operational readiness.

You will lead discovery conversations, recommend CX solutions, coordinate with internal teams for launch readiness, and help define processes and training plans.

Qualifications

• Bachelor's degree in Business, Communications, Operations, or related field, or equivalent experience.
• 3–5 years of experience in Customer Experience, customer service, contact center operations, technical support, subscription services, or related fields.
• 3–5 years of BPO experience.
• Strong understanding of Customer Experience operations, processes, metrics, and industry practices.
• Confident in leading client-facing discussions and working with operational and executive stakeholders.
• Excellent English communication, presentation, facilitation, documentation, and stakeholder-management skills.
• Strong organizational and project coordination skills.
• Willingness to work 8:30 a.m. to 5:30 p.m. Eastern Time.

Responsibilities

• Lead client discovery conversations to understand customer service processes, channels, technologies, goals, and requirements.
• Recommend practical and scalable Customer Experience solutions based on client needs.
• Lead implementation, onboarding, knowledge transfer, training, workflow validation, and go-live activities.
• Coordinate with clients, Delivery, Recruiting, Sales, Account Management, Client Success, Product, and other internal teams to ensure launch readiness.
• Help define hiring requirements, job profiles, interview criteria, training plans, and delivery-readiness standards.
• Guide teams on customer support workflows, SOPs, escalation processes, quality standards, and performance expectations.
• Develop and improve CX service offerings, playbooks, SOPs, discovery tools, and best practices.
• Support Sales and internal teams by providing expertise on Customer Experience capabilities, terminology, and solutions.
• Provide post-launch advisory support by helping identify root causes, address operational challenges, and recommend improvements.
• Stay updated on CX technologies, automation, AI-enabled solutions, and industry best practices.

Skills

Client-facing discussions

Documentation

Stakeholder management

Project coordination

English communication

Education

Bachelor's degree or equivalent in Business/Communications/Operations

Tools

CRM platforms (Salesforce, Zendesk, Genesys, Five9, NICE)

Job description

MicroSourcing, a leading offshore services provider in the Philippines, is seeking a Client Solutions Consultant – Customer Experience to join our remote team. You will serve as the CX subject matter expert, supporting client discussions, solution design, implementations, and operational readiness.

You will lead discovery conversations, recommend CX solutions, coordinate with internal teams for launch readiness, and help define processes and training plans.